Job Description

Note:

The position is Hybrid (Training - Completely Onsite, Hybrid - 3 weekdays from Office, 2 weekdays from Home - Based on Performance).

Position Details:

Position: Escalations Representative 1 (Wire Investigations Representative)
Industry: Banking/Financial Services
Job duration: 6 months (Possible extension)
Location: Charlotte, NC 28262 OR Philadelphia, PA 19103 (Training - Completely Onsite, Hybrid - 3 weekdays from Office, 2 weekdays from Home - Based on Performance)
Interview Process: Virtual Interview via MS Teams - 15-20 minutes
Work Schedule: Monday - Friday (8 AM - 5 PM EST)
Pay Range: Flexible
Tentative Start Date: 05/05/2025

Project Scope:

The Wire Investigation team services all inquiries for the bank as they relate to Wire Transfers sent in USD and FX currency for our Consumer/Commercial, Wholesale, and Correspondent Bank clients.
We respond to customer requests about post-value wire transfers, such as amendments, cancellations, beneficiary claims non-receipt, return of funds, and unable to apply requests.
These investigations are processed via the Pega and IntelliTracs applications that support our Enterprise Wire Transfer and Global Wire Transfer applications.

Roles and Responsibilities:

The escalations representative will be responsible for handling approximately 45-55 cases per day as it relates to wire transfer investigations.
No Phone conversation directly with customers - Mostly email/chats (they will contact with Client Service Officer, and they will connect with Customers/Clients).
Support internal and external customers in responding to customer inquiries and complaints regarding financial products and services.
Perform routine course of action, conduct investigative steps to fully identify the issues, research product information, terms, conditions, or contracts, and resolve complex problems and inquiries.
Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.
Payment research, matching inbound wire to outbound wire to identify discrepancies, formatting issues, invalid details, etc.
Use of Swift, fed, and chips electronic messaging to Correspondent Financial Institutions and Internal Client Service officers via internal email.

Nice to Have Skills:

Recruiter

Phone

Indranil Kundu

indranil.kundu@collabera.com

4049420807

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